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Competencies
Demonstrated experience with Global Operations Management.
Demonstrated experience with Headcount Planning.
Demonstrated experience with Staffing Optimization.
Demonstrated experience with Service-Level Performance.
Demonstrated experience with Performance Support.
Education
Languages
Experience
Global Operations Manager
Directed global operational strategies and collaborated with leadership to align performance with business goals., Managed headcount planning, staffing needs, and operational tracking systems., Delivered performance reports to team leads, QA managers, and the CEO., Managed client communications for activations, deactivations, and follow-ups., Oversaw internal company database for local operational tracking.
Workforce Manager
Managed workforce schedules, forecasting, and service-level performance., Implemented processes for real-time monitoring and staffing optimization., Collaborated with operations leaders to improve efficiency and meet KPI targets.
Customer Experience Coach
Provided coaching and performance support to customer service agents., Analyzed quality metrics to identify improvement opportunities.
Bilingual Customer Service Representative
Delivered bilingual customer support and maintained high satisfaction scores., Promoted to Experienced Coach based on performance and leadership.